Deleting your account is permanent and cannot be undone. Deletion from the app takes effect immediately; there is no waiting period.
How to delete your account
Option 1: In the iOS or Android app
- Open the AckReply app and sign in.
- Tap Settings.
- Scroll to the bottom and tap Delete Account.
- Type your account email address to confirm, then confirm deletion.
Your account is deleted straight away and you are signed out.
Option 2: By email (including from the web dashboard)
The web dashboard at app.ackreply.com does not yet have a self-serve delete button. To delete your account without the mobile app, email support@ackreply.com from the email address on your account with the subject "Delete my AckReply account". We may ask you to confirm the request, and we will complete it within 30 days (usually much sooner) and reply to confirm.
Before you delete: workspaces you own
If you are the only owner of a workspace that still has other team members, deletion is blocked until you transfer ownership to someone else or remove the other members. This stops one person's deletion from wiping out a team's shared conversation history. The app lists the affected workspaces.
If a workspace that will be deleted has a paid subscription, please contact support@ackreply.com so we can make sure billing is stopped.
What is deleted
When your account is deleted, we remove from our live systems:
- Your user record: name, email address, password hash, profile photo reference, Google and Apple sign-in identifiers, two-factor authentication settings, language and status preferences.
- Your sign-in access: you are signed out and your account can no longer be used to sign in on any device.
- Your devices and notifications: all registered push notification tokens (iOS and Android), browser push subscriptions, notification settings and in-app notifications.
- Your workspace memberships: you are removed from every workspace you belong to.
- Workspaces where you are the only member: the whole workspace is deleted, including its conversations, messages, visitor records, knowledge base, websites, AI settings, analytics and billing records held by AckReply.
- AI answer corrections you created.
What is kept, and for how long
- Workspaces that continue without you (ones you co-own or were a member of) keep their data, because it belongs to that business. Replies you sent in their conversations stay in the conversation history with the display name you used, and knowledge-base content you added stays in the workspace without being linked to your account.
- Uploaded files (attachments and images) from deleted workspaces are unlinked from all conversations immediately. To have the stored files permanently erased as well, email support@ackreply.com and we will erase them within 30 days.
- Backups: copies of deleted data can remain in our database backups for up to 14 days, after which they are overwritten. Backups are used only for disaster recovery and are never used to restore a deleted account.
- Payment records: if you paid for a plan, our payment processor (Stripe) and we may keep invoice and transaction records for as long as tax and accounting law requires.
- Security logs may retain technical records (such as IP addresses) for a limited time before they are deleted.
Deleting some data without deleting your account
You can remove individual pieces of data yourself in the app, for example your profile photo, team members, knowledge-base content or websites. For any other data you want deleted, email support@ackreply.com.
If you chatted with a business through its widget
If you are not an AckReply account holder but chatted with a business through its AckReply chat widget, that business controls your conversation data. Please contact the business directly to request deletion. You can also email support@ackreply.com and we will pass your request on.
More information
See our Privacy Policy for details on what we collect and why. Questions: support@ackreply.com.